LeO publishes updated guidance to promote prompt and fair resolution of complaints
The Legal Ombudsman (LeO) has published enhanced guidance on remedies to help legal service providers resolve complaints more promptly and fairly. In 2024/25, LeO awarded over £3.7m in remedies, with compensation for emotional effects being the most common remedy—appearing in over 85% of complaints where service failings were identified. The guidance offers practical support to providers aimed at addressing the issue that many complaints reaching LeO have not received suitable remedies at first tier. It outlines a fair and consistent process for evaluating and offering remedies, encourages legal service providers to determine appropriate remedy amounts, reassure clients of their fairness and clearly communicate the reasoning behind such decisions.